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Payment Support Service

If you have queries relating to payments from AXA PPP healthcare or Health-on-Line, please submit them to us here. When submitting single queries you can securely send supporting documents (such as your remittance advice). You can also chase or follow up a previous enquiry.

Health-on-Line policies are underwritten by AXA PPP healthcare.

We are currently experiencing a higher than usual volume of queries as well as a problem which means you will not get a notification when you submit your query. Please allow us to reassure you, we are receiving your submissions and responding. However, this is currently taking over 10 working days. It is not necessary to send a duplicate query or chase your original query as this is adding to the volume of submissions and delaying our responses. We will, of course, respond to your original query. We are sorry for any inconvenience and will continue to focus on responding to your queries as quickly as possible.

I have a single invoice query relating to a specific member

If you have a payment query relating to a specific member with a UK policy, please click Go. You'll then be able to specify your query type.

I have multiple invoice queries relating to multiple members

Upload multiple queries to AXA PPP healthcare (UK policies only)

If you have several AXA PPP healthcare queries, you must use the relevant templates HERE. If your queries are initial queries that you have not sent to us before, please use the ‘initial debt submission’ template. If you have a further reply to a sheet we have already submitted to you, please use the ‘2nd Generation debt submission’ template, quoting the unique AXA debt ID sent across to you in our initial response.

To send invoices, please use your normal method as this upload is for spreadsheets only. Invoices can be submitted in support of single queries after entering a membership number.

Payment references and copy remittance requests

Queries about payments with the reference 'AXA PPP International' should be submitted here.

Queries about payments with the reference ‘AXA PPP Claims’ and ‘AXA PPP healthcare GB31’ should be submitted here.

Queries about payments with the reference ‘AXA PPP Admin Serv’ should be submitted here.

Procedure code discrepancy

If you are a hospital and have received a shortfall due to us paying the invoice in line with the procedure code the specialist has billed for, please complete this form and send us supporting information for our Specialist Fees Team to review for you.